NEW SYSTEMS are go... In May 2017, Rooftop procured a replacement housing management system (HMS) to replace its current system which, has been in use since long before stock transfer way back in 1994. In May 2017 we awarded the contract to Aareon UK Ltd for their product, QL Housing. Aareon UK Ltd are one of the leading providers of housing management systems in the UK accounting for over 5 million homes being managed through QL Housing. The explosion in digital technology means that the current system is becoming a hindrance to the aims of the organisation and in particular, the desire to give customers and staff the ability to interact in a much more modern and efficient way. A good example of this is our existing customer portal which allows customers to log a repair. What happens in reality is that a request made over the internet generates an email to a generic inbox. Staff at Rooftop have to constantly monitor for emails. When a request is received, that email is then converted into a job by a member of staff on our current HMS. More often than not, they have to phone the customer back to make the appointment. This is because our system does not currently talk to our contractor’s appointment system. This is why we currently cannot offer appointments over the internet.
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With the QL HMS we are building it so that low cost, high volume jobs can be ordered, including an appointment, without the need for Rooftop staff to get involved. Via the mobile app or the customer portal, registered users will be able to use interactive software to identify the repair, raise the order and choose an appointment slot. Once submitted, all that information will pass seamlessly into the new QL system and automatically on to our contractors. Staff will also benefit from the new technology. An app will allow us to access customer details when we visit them and send data back to QL, quickly and easily via a tablet or smart phone. Our building inspectors, for example, will be able to carry out inspections without the need to return to the office to raise the repair order. Using the staff app, they will be able to convert their inspection ticket straight to a works order there and then!
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